A cashier asks for your help as a customer/member wants to make a return one day beyond the return window. You can make some exceptions, but too many will affect store profits.
Which statement is MOST like how you would respond?
Select a statement
Ask the customer/member about the purchase. If you believe him, offer a refund this one time.
Apologize, but explain the policy’s set timeline for returns. Stick to the policy to protect profits.
Offer store credit for the price of the product. It’s still a loss, but will lessen the impact.
Offer a refund as you don’t believe the customer/member has done this before, and it’s not worth losing the business when a one-time exception is possible.
The best response in this situation would be:
Apologize, but explain the policy’s set timeline for returns. Stick to the policy to protect profits.
Explanation: This response maintains the integrity of the store’s return policy, ensuring that it is consistently applied to all customers. By sticking to the established guidelines, you help safeguard the store’s profits while also setting clear expectations for customers. It’s important to balance customer satisfaction with the overall health of the business.